Useless Post office telephones
I have been waiting for almost 4 weeks for the Post office to connect my telephone service. Having spent almost 3 days on the phone to them and waiting in for them to connect our phone up, we are still without.
Their customer service centre is useless. Unless you have a problem that works with their on screen prompts...dont bother ringing. No one is empowered to make a decision
despite having spoken to a manager...I am still without telephone service. They cannot understand unless it works with the script they are given.
We are a new customer waiting to be connected. I told the operator when I first called, that the wire to our house was not connected...its a new house. I could see the wire dangling from the telegraph pole. I said "it needs to be connected into our house "
This must have thrown them entirely..no one could understand what on earth I was talking about.
I then went through a series of phone calls with I believe almost every operator in "Post office telephones" kept getting cut off, left holding on for periods exceeding 50 mins at a time. Every time I got cut off or transfered I needed to go through the whole proceedure again. Name address, postcode account number. I went from pillar to post no one was able to do anything.
For me it was a simple request....Get someone round to connect the phone wire into my house. I am still waiting and scared stiff of another phone call to them....i think I might go mad!
My Mother had the Post Office Homephone package . Calls (for her level of usage) were cheaper than BT.
There was no need to contact them, my Mother simply paid the bills.
When my Mother died I contacted the Post Office to enquire how to go about cancelling the service. I subsequently wrote a letter and enclosed a copy of my Mother's death certificate. The letter (and death certificate) were duly acknowledged and returned, stating that the phone service would now be ceased.
One month later a bill was sent to my Mother's address - it was as though they had completely ignored my letter. I called the customer service number and explained that they had previously acknowledged my Mother's death and that they said they were cancelling the service. Their response was that I had not sent them the death certificate and as such the service was still in force ! I asked what was to happen now and they said that they would now begin to cancel the service. I complained that this was unacceptable and was advised to ring back the following week to start a formal complaint.
The following week I called re-stating my case. They explained that no death certificate had been received - however, closer examination of the death certificate and the letter they had sent back showed a date, time and reference number printed in the corner - presumably by some machine in their post room. I duly gave the girl these reference numbers, now content that the issue was now to come to an end. But no - two weeks later I received another bill - albeit showing a small credit (and , unbelievably addressed to my late Mother). And guess what, the date the credit was referencing to was when I queried the original bill ! Still no mention of when they did actually acknowledge my Mother's death.
I called them back to complain - it was like I was speaking to some automaton - their system had only acknowledged my Mother's death from the date of my second phone call (6 weeks after their original acknowledgement). I tried in vain to explain and was simply met by "the system that deals with that is down" please call back in an hour.
I think I'm in some report from Watchdog but I can't see Anne Robinson anywhere.....
I moved house in November and after 6 weeks they have still not connected my phone to the new address. I even tried calling the home phone number and was answered by a stranger who is now living at my old address. This means that I am now going to be billed for any calls that are made from there by the new occupants!Their service is atrocious. I know that it only takes about 10 minutes to swap a line over. I have even written to them, in November, and know that they recieved the letter because I have a reply to it .
I went with the post office home phone as they were the cheapest line rental on a price comparison website. However they seem totally unable to process any payments I made, whether I sent a cheque, phoned and gave my card details, or set up a standing order! they also seem to have no customer service software as every time I called they had no record of my previous call. Despite trying to pay my bills promptly, often I would try and give them my money in 3 different ways, the next thing I knew I had a red bill. This happened more than 5 times! It even culminated with me being cut off for 6 weeks, despite continually sending cheques and calling with my card details. I got so fed up with the hassle I took my business elsewhere 5 months ago. Surprise surprise, this morning I found a letter from a debt collection agency for my final balance, which i thought I had paid promptly at the time. As usual, PO didn't tell me that they had failed to process my payment yet again. I have no idea where all my cheques went to.
I'm sure the agency will have no problems in processing my payment. Horrendous service, you really do get what you pay for. A new level of incompetence in my book.
As post office has recently brought out a new addition to their homephone service on 8th September thought it apt to review the whole package. About 3 years ago the post office dived into the crowded telecoms market by launching 'Post Office HomePhone', a land line service in direct competition to BT, Talk Talk, Virgin, etc etc.
Anyone with a normal BT line (not BT light user)&(not cable or kingston) can apply for the product, to get it all you have to do is fill in a simple form , either in branch or online, and the post office does the rest, it usually takes 10 days for your home land line to be switched over to post office, you'll get a final bill from your old supplier, once that is paid you are set up and there is no need to dial special codes, and phone number stays exactly the same.
The benefits of changing to this service is that there is no minimum contract so you can always cancel anytime if not happy, the billing structure is familiar and straight forward. The line rental is £10.95 a month which is cheaper than BT and for that price you get free calls anytime to any other Post Office homephone users, free evening and weekend calls to land lines (upto 60 mins per call), 10% off calls to 10 nominated numbers and now as of 8th September free weekend UK mobile calls and free international calls(19 countries in Europe , north America and australia and new zealand) (each free call can last up to 60 minutes) but i have found you can hang up and then recall for another 60 minutes all weekend if you wish. What's more they have recently thrown in a free 60 minute call on you birthday and Christmas day (you can call one international number and one mobile number)
The customer service is good and the UK operators are polite and helpful, they aren't in some foreign country and hard to understand. I also switched my parents to the service and are very pleased with it, the simple straight forward pricing structure is so refreshing.
Obviously the quarterly bills can be paid at any post office, or by phone or online. I know a few people who have taken the post office homephone and found the switch to be easy and problem free.
i also like the fact you are able to estimate and budget for bills with good accuracy , unlike many operators imposing charges and hidden costs, this doesn't.
Although not the cheapest telephone provider out there, this product does provide good vale for money and is straight with you about its prices, plus it is from a trusted brand so it gives you peace of mind. I'm always wary about really cheap prices from companies I've never heard of.
All in all a good solid performer, with the safety net of the cancel anytime option, this is worth your consideration if thinking of ditching your current land line company.
I recently swapped my telephone provider from BT to Post Office Homephone. I have to be honest and say the initial reason for the swap was purely for financial gain, as there was some cash back involved from a well know cash back site, however I have now been with Post Office for four months and I have to say, I am very happy.
The swapping process was extremely easy and I actually completed the transfer on line, simply entering my details and phone number and requesting the swap. The Post Office wrote to me to confirm the details and gave me the date it would all happen. Thankfully there were no horrendous errors, like we have had with gas and electric swaps, and the whole process was very smoothly taken care of, with no interruptions to service or bills. I kept the same phone number and I do not need to add any codes to the beginning of numbers to get connected.
COST OF CALLS AND LINE RENTAL
Well Post Office claim to have a cheaper line rental than BT and they do seem to be truthful in their claims. My quarterly bill from PO has been cheaper than my equivalent from BT before. I pay £9.32 per month with PO and the cheapest line rental I can see with BT is £11 per month so there is definitely a saving.
The full rates for the PO prices are on their website (www.postoffice.co.uk/homephone) but as a guideline you are looking at 2.4p per minute day time for local and national calls and 1p per minute evening and weekends. In comparison to this BT charge an array of different prices based on different packages and to be honest I could not make head nor tail of which would be the best package. If I were to return to BT I would have to rely on the advice of the BT professional I spoke to, which in turn is something I like about Post Office. Everything is very simple and straightforward with them. There is not a multitude of different packages to choose from, or complicated add-ons that can only confuse and increase the cost of the package. They have straightforward line rentals and call charges and these are displayed clearly on their website, making choosing a very simple process. PO does state however, that they are 20% cheaper on daytime calls than BTs BT Together Option 1.
They do have extras that you can chose from, for example auto redial equivalent to BTs ring back, they charge £1.75 per month and you can do as many as you like. It would be prudent to add here that they still provide a free service to 1571 (voicemail messages) and Withhold Number, as well as call barring. I was very pleased with this, as I do not have an ansaphone and use 1571 frequently.
I found when I first joined that they do not offer a monthly direct debit facility to pay your bill, which was extremely annoying at the time but I have actually got used to this now and I pay my bill quarterly over the phone, direct to Post Office. This is a simple and easy process and I use my switch card, (they accept debit cards only), or you can send a cheque or pay over the counter in the post office itself.
They do also offer a payment card, where you add money to it each month so when the bill comes in you can use that to pay for the quarterly amount. I have a feeling they may eventually offer monthly direct debit under pressure from customers, as this is by far the easiest option for the vast majority of people.
One of the options I like is the Loved Ones selection. It is basically the same as BTs Friends and Family scheme, where you pick 10 numbers and once registered with Post Office you can save 10% on all calls to those numbers. You can also speak to them free for five minutes each on their birthday and Christmas Day. This is great for Christmas calls, if you have a large family.
Every time I phone them, I am always greeted with a friendly and helpful voice on the end of the phone. The service has been very personal and I have absolutely no complaints about the knowledge or support of the staff at Post Office.
The bill I receive every three months is very well laid out. The front page offers you the totals and summaries of the costs very simply displayed, while there is a separate page inside for the break down of all your calls so you can check if you feel it is needed, that you are being charged correctly. They also list your 10 Loved ones numbers and tell you how many of these you have called in that period, with the option to change any if you feel it would be beneficial. Under this there is section with all the contact info on it from free telephone service number to the address and email options. Payment details are on the back of the bill. I have to say I much prefer the bill layout from Post Office to the one I used to get from BT. It is much neater and easier to ascertain the information you need.
Overall I am very happy I swapped to Post Office Homephone, and I have received excellent service from them. It helped that I got £50 off, spread over my first two bills, but I am afraid this offer seems to have been swapped to their Home and Car Insurance now, so if you need that I would check it out!